📐 About this role

Shape how the world’s most sophisticated enterprises succeed with AI.

At WRITER, we’re building the agentic AI platform trusted by the world’s most regulated and security-conscious organizations. From Goldman Sachs and Salesforce to Accenture and Hilton, leading enterprises rely on WRITER to connect their knowledge, workflows, and people through secure, production-grade AI.

As Vice president, customer success, EMEA, you’ll lead the region’s customer success organization and partner directly with C-suite executives at Fortune 500 and Global 2000 companies to deliver measurable transformation—not proofs of concept, but lasting operational change.

You’ll own retention and growth, scale a world-class team, and define how enterprises measure success in the agentic era. You’ll be a key member of WRITER’s EMEA leadership team and an active voice in the global CS leadership group, shaping strategy, structure, and culture across regions.

This is a builder’s role with global reach - reporting to our CCO and working closely with the GM of EMEA, CEO, CRO to drive WRITER’s next stage of growth.

🦸🏻‍♀️ Your responsibilities:

• Drive industry leading growth and retention by owning ambitious NRR and GRR goals, tying every expansion to quantifiable business outcomes.

• Lead, scale, and develop a high-performing CSM team across Strategic, Enterprise, and Mid-market segments—hiring exceptional talent and building clear career paths. Have a dotted line to other post sales organizations.

• Design and operationalize a regional success model that becomes the global blueprint - playbooks, metrics, and governance that scale.

• Build trusted partnerships with CIOs, CMOs, and business leaders at companies like Goldman Sachs, Accenture, and Hilton, positioning WRITER as mission-critical infrastructure.

• Collaborate cross-functionally with Sales, Product, Marketing, and Solutions architecture to co-create account strategies that deliver measurable ROI.

• Champion operational excellence through disciplined forecasting, success planning, and data-driven decision-making.

• Represent the voice of the customer at the highest levels, influencing product direction and innovation.

⭐️ Is this you?

• 15+ years in enterprise SaaS or transformation-driven technology with deep experience leading Fortune 500/Global 2000 relationships.

• 7+ years in senior CS or post-sales leadership, ideally across multi-country EMEA operations. In addition to CS management, ideally have also led Engagement managers, Customer architects, and Customer support either directly or indirectly.

• Proven record-building and scaling CS organizations through inflection points - hypergrowth, global expansion, or IPO.

• Fluent in enterprise AI adoption and governance, with a strong grasp of ROI frameworks and transformation programs.

• A strategic and hands-on operator-able to alternate between vision and precision execution.

• Executive presence and credibility to influence at C-suite level and coach at every level.

• Enthusiasm to both drive strategy and prop leadership and “get in to the details” at the customer level to manage escalations and ensure delivery

• Based within commuting distance of our London hub.

🍩 Benefits & perks (UK full-time employees):

• Generous PTO, plus company holidays

• Comprehensive medical and dental insurance

• Paid parental leave for all parents (12 weeks)

• Fertility and family planning support

• Early-detection cancer testing through Galleri

• Competitive pension scheme and company contribution

• Annual work-life stipends for:

  • Home office setup, cell phone, internet

  • Wellness stipend for gym, massage/chiropractor, personal training, etc.

  • Learning and development stipend

• Company-wide off-sites and team off-sites

• Competitive compensation and company stock options